Evaluating the Usage of Online Banking in Zambia

Abstract

In this study, FNB Zambia's online banking platform is evaluated for usability. User experience has become crucial to adopting services as digital banking changes. Consumer usability views are assessed using the Technology Acceptance Model (TAM) and the Unified Theory of Acceptance and Use of Technology (UTAUT) in the context of digital literacy and infrastructure. JASP processed 101 structured questions for a quantitative approach. Even while most users find the site user-friendly, usability concerns exist, especially among older and less-educated users. This study emphasizes the importance of inclusive design, mobile optimization, and digital literacy in promoting e-banking in Zambia.